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Senior Customer Success Manager
2 months ago
At Visier Solutions Inc, we are seeking a highly skilled and experienced Senior Customer Success Manager to join our team. As a key member of our Customer Excellence Team, you will be responsible for driving exceptional customer experiences throughout the post-sales journey.
Key Responsibilities- Manage a portfolio of customers and conduct proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution.
- In partnership with your aligned sales account executive, build a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals.
- Build a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
- Serve as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier.
- Convert ideas into actionable plans to further increase our stickiness within a customer's organization.
- Provide industry insights, guidance, best practices, and recommendations to drive the customer's identified strategic outcomes with their purchased Visier solutions.
- Meet assigned customer satisfaction and strategic initiative targets in collaboration with Customer Excellence leadership.
- Pass initial certification exams, quarterly releases, maintain expert-level knowledge of Visier product offerings, configuration options, and have the ability to demonstrate to customers.
- Be willing to take on additional responsibilities as needed.
- Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly.
- Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences.
- Actively build a network of relationships and use network connections to help get things done.
- Entrepreneurial thinking by understanding how the customer fits into the broader marketplace.
- Have strong experience as a Senior Customer Success Manager/Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing.
- Proactively identifying or anticipating a need for customers prior to them asking.
- Working knowledge of the sales and renewal cycles.
- Has the ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model.
- Understands the relationship between customer team, management, and stakeholders.
- Have domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics.
- Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes.
- Maintains a calm and focused approach to customers that are overly frustrated.
- Are highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously.
- Are organized and methodical with excellent follow-up to meet customer expectations and deadlines.
- Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities.
- Are able to travel up to 15% as required.
- A competitive base pay range of $107,000 - $130,000 / year + bonus.
- Additional types of compensation (e.g., commission plans, bonus, etc.) may be offered based on relevant qualifications, experience, knowledge, and skills.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking to join a dynamic team, please submit your application.
